MyStake Casino - Hráč si stěžuje na neoprávněné vklady.

Best,

I have been playing on Mystake for the past few weeks and thus deposited of which I ended up depositing 3 x 30€ which were double debited from my account. Sometimes then a transaction was cancelled during the payment process, forcing me to pay again. This is probably the reason why extra money was constantly being deducted afterwards. I contacted Mystake and sent them screenshots with the reference numbers etc. Mystake simply says they did not receive the payments so I have to contact my bank. Unfortunately the bank says I need to resolve this with the website. So I am being sent from one end to the other. 

In the end it is about 3 payments which are all 30€ and thus double debited. Can you help me to get my money back? 

These are the reference numbers:

1ee93b41d0d95a65b5

1785bef5e3c15ba49e

e967dca8a6975e38ab

Thanks in advance!

Dear Robomi,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

Could you please advise if the original €90 was successfully credited to your casino account? Please forward your payment receipts to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hi Petronela,

I have just sent you the receipts.

I fully understand your frustration, Robomi. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 20 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Hi,

The casino already replied, that they have traced the money back to my account. I sent you the response already through e-mail, however this is not true. That is Why I have sent you the transaction history. Please make this reply private, since there is personal information in this post.

Hi Casino Guru,

I Just got informed by Mystake that they can not help me any further. Please see screenshot below.

Hi,

Sorry, I only see your response now. Fine by me, I will wait.

Thanks again!

Thank you, Robomi, for your understanding and patience. I will check back with you in 15 days.

Thanks!

Hello Robomi,

Have there been any developments since our last conversation, please? 

Hi Petronela,

Unfortunately not. I have not heard anything from MyStake and there is nothing added to my account balance.

I'm sorry to hear that. Could you please provide your bank statement to prove that the funds still didn't return to your bank account? Thank you in advance.

Dear Robomi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.